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Customer Experience Lead

MCCOIN VIRTUAL ASSETS L.L.C
Dubai, UAE
Fulltime
Entry
1 months ago
Customer SupportClient RelationsComplaint ResolutionEmpathyCommunication SkillsCRM Software
Free

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Job Summary

In the volatile world of cryptocurrency, “Trust” is the only sustainable competitive advantage.

The CX Lead at McCoin is not just a support leader, but the architect of our end-to-end user.

You will be ensuring that complex regulatory hurdles, like KYC, KYT and AML feel like seamless, value-added steps rather than barriers to entry.

This role requires a "Product + Customer first’’ mindset, where every customer friction point is viewed as a data point for engineering improvement.

Key Responsibilities

  • The "Triangle of Trust": Assist the customer Service Manager by acting as the strategic bridge between Product, Compliance, and Marketing, ensuring that legal requirements (KYC/AML) are marketed as security features, not inconveniences.
  • Voice of the Customer (VoC): Serve as the internal advocate, transforming support ticket trends into a prioritized, high-impact roadmap for the Product and Engineering teams.
  • Frictionless Onboarding & Offboarding: Assist with the technical logic of automated onboarding/offboarding, specifically focusing on reducing "Time-to-Trade" for new compliant users.
  • Crisis & Volatility: Assist with designing and executing communication protocols for events, network outages, or sudden market shifts to prevent panic and churn.
  • Great at defining CX metrics, building dashboards, and demonstrating the ROI of CX initiatives.

Required Qualifications

  • Professional Background: Minimum of 2 years of experience in CX role with proven operations, compliance, customer journey implementation experience within cryptocurrency exchange or broker.
  • Security-First Ethos: A paranoid commitment to user security; understanding how to communicate security protocols without causing unnecessary alarm.
  • Education: University degree in technical or business discipline; MBA or advanced degree in UX/Behavioral Economics is a significant plus.

Skills & Tools

  • Crypto-Asset Proficiency: Deep knowledge of DeFi protocols, Layer 1/Layer 2/Layer 3 scaling solutions, and the mechanics of “On-ramping” and “Off-ramping” fiat to crypto.
  • Regulatory Tech (RegTech) Optimization: Advanced experience configuring Sumsub and Chainalysis workflows to balance risk mitigation with conversion rate optimization.
  • Conversational AI Design: Proven ability to manage the logic behind LLM-based support agents to ensure they provide accurate, secure, and human-like assistance.
  • Analytical Ability: Proficiency in SQL, Tableau, or similar BI tools to track the correlation between CX improvements and Customer Lifetime Value (CLV).
  • Compensations and Benefits:
  • Working Hours: Rotational Shift (8hours max)

• Medical Insurance: Comprehensive Insurance

  • Annual Leave: after completion of 1 year in service
  • Salary: To be discussed

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